Evaluating and servicing problematic cash-handling machines

ABSTRACT

A method of tracking repeated performance problems in a machine is disclosed. The method comprises storing the faults in a computer memory, and assigning a classification value to the machine based on the frequency and number of the faults. Based on the classification value of the cash handing device it is determined whether the cash handing device needs to be serviced. The faults can be related to one of the hardware, the cash reject rate, image handling, crash rate, user claim rate, and check handling accuracy of the machine.

TECHNICAL FIELD

Aspects of the disclosure herein relate to determining whether machines,such as banking machines, ATMs, cash handling devices, are problematicand need to be serviced. More specifically, aspects of the disclosurerelate evaluating predefined criteria to determine when a machine isproblematic for determining how to best resolve issues with a particularmachine.

BACKGROUND

Various types of errors are encountered by banking machines, ATMs, cashhandling devices, and the like, such as hardware issues in the system,legibility issues with the check images, unexpected system crashes, andthe erroneous rejecting of cash or checks. The disclosure herein relatesto methods of tracking these errors and determining when a particularmachine needs to be serviced or replaced based on the number of errorsand the frequency of the errors by the machine.

BRIEF SUMMARY

The following presents a simplified summary of the disclosure in orderto provide a basic understanding of some aspects. It is not intended toidentify key or critical elements of the invention or to delineate thescope of the invention. The following summary merely presents someconcepts of the disclosure in a simplified form as a prelude to the moredetailed description provided below.

In one exemplary embodiment, a method of tracking faults in a machine isdisclosed. The method comprises determining whether a fault exists in amachine and storing any fault, assigning a classification value rangingfrom stable to problematic to the machine based on whether there is afault and evaluating any fault based on a predetermined set of criteria,and outputting the classification value of the cash handing device. Thefault can be related to one of the following: hardware, the cash rejectrate, image handling, crash rate, user claim rate, and check handlingaccuracy of the machine. The system can be configured to assign aplurality of classification values based on a predetermined set ofcriteria. The classification value of the machine can be configured toimprove after being classified as problematic when the machine operateswithout faults for a predetermined time period. The plurality ofclassification values can be configured to range depending on theduration of the fault. The machine can be considered problematic if itis unavailable for a predetermined amount of time at least once within apredetermined number of days. The tracking information can be used bythe processor to determine the predetermined set of criteria.

Aspects of the invention may be provided in a computer-readable mediumhaving computer-executable instructions to perform one or more of theprocess steps described herein. These and other aspects of the inventionare discussed in greater detail throughout this disclosure, includingthe accompanying drawings.

BRIEF DESCRIPTION OF THE DRAWINGS

The present disclosure is illustrated by way of example and not limitedin the accompanying FIGS. in which like reference numerals indicatesimilar elements and in which:

FIG. 1 shows an illustrative operating environment in which variousaspects of the disclosure herein may be implemented.

FIG. 2 is an illustrative diagram of workstations and servers that maybe used to implement the processes and functions of certain aspects ofthe disclosure herein.

FIG. 3A illustrates a flow chart depicting a process in accordance withone exemplary embodiment;

FIG. 3B illustrates exemplary rules for determining whether a machinecan be classified as problematic.

FIG. 4 shows an exemplary method of determining an appropriate cashreject rate in accordance with an exemplary embodiment disclosed herein.

FIG. 5 depicts an exemplary flowchart in accordance with an exemplaryembodiments disclosed herein.

FIG. 6 shows an exemplary spreadsheet illustrating a report used toidentify machines that meet a particular definition.

DETAILED DESCRIPTION

In this patent specification, the applicant uses various headings onlyfor convenience purposes. These headings are not intended in any waylimit the scope of the disclosure.

Computing System

FIG. 1 illustrates an example of a suitable computing system environment100 for implementing the processes described herein. The computingsystem environment 100 is only one example of a suitable computingenvironment and is not intended to suggest any limitation as to thescope of use or functionality of the invention. The computing systemenvironment 100 should not be interpreted as having any dependency orrequirement relating to any one or combination of components shown inthe illustrative computing system environment 100.

Various embodiments of the invention are operational with numerous othergeneral purpose or special purpose computing system environments orconfigurations. Examples of well known computing systems, environments,and/or configurations that may be suitable for use with variousembodiments of the invention include, but are not limited to, personalcomputers, server computers, hand-held or laptop devices, multiprocessorsystems, microprocessor-based systems, set top boxes, programmableconsumer electronics, network PCs, minicomputers, mainframe computers,distributed computing environments that include any of the above systemsor devices, and the like.

With reference to FIG. 1, the computing system environment 100 mayinclude a computing device 101 wherein the processes discussed hereinmay be implemented. The computing device 101 may have a processor 103for controlling overall operation of the computing device 101 and itsassociated components, including RAM 105, ROM 107, communications module109, and memory 115. Computing device 101 typically includes a varietyof computer readable media. Computer readable media may be any availablemedia that may be accessed by computing device 101 and include bothvolatile and nonvolatile media, removable and non-removable media. Byway of example, and not limitation, computer readable media may comprisea combination of computer storage media and communication media.

Computer storage media include volatile and nonvolatile, removable andnon-removable media implemented in any method or technology for storageof information such as computer readable instructions, data structures,program modules or other data. Computer storage media includes, but isnot limited to, random access memory (RAM), read only memory (ROM),electronically erasable programmable read only memory (EEPROM), flashmemory or other memory technology, CD-ROM, digital versatile disks (DVD)or other optical disk storage, magnetic cassettes, magnetic tape,magnetic disk storage or other magnetic storage devices, or any othermedium that can be used to store the desired information and that can beaccessed by computing device 101.

Communication media typically embodies computer readable instructions,data structures, program modules or other data in a modulated datasignal such as a carrier wave or other transport mechanism and includesany information delivery media. A modulated data signal is a signal thathas one or more of its characteristics set or changed in such a manneras to encode information in the signal. By way of example, and notlimitation, communication media includes wired media such as a wirednetwork or direct-wired connection, and wireless media such as acoustic,RF, infrared and other wireless media.

Although not shown, RAM 105 may include one or more applicationsrepresenting the application data stored in RAM memory 105 while thecomputing device is on and corresponding software applications (e.g.,software tasks), are running on the computing device 101.

Communications module 109 may include a microphone, keypad, touchscreen, and/or stylus through which a user of computing device 101 mayprovide input, and may also include one or more of a speaker forproviding audio output and a video display device for providing textual,audiovisual and/or graphical output.

Software may be stored within memory 115 and/or storage to provideinstructions to processor 103 for enabling computing device 101 toperform various functions. For example, memory 115 may store softwareused by the computing device 101, such as an operating system 117,application programs 119, and an associated database 121. Alternatively,some or all of the computer executable instructions for computing device101 may be embodied in hardware or firmware (not shown). Database 121may provide centralized storage.

Computing device 101 may operate in a networked environment supportingconnections to one or more remote computing devices, such as branchterminals 141 and 151. The branch computing devices 141 and 151 may bepersonal computing devices or servers that include many or all of theelements described above relative to the computing device 101. Branchcomputing device 161 may be a mobile device communicating over wirelesscarrier channel 171 or through a wireless LAN or WAN.

The network connections depicted in FIG. 1 include a local area network(LAN) 125 and a wide area network (WAN) 129, but may also include othernetworks. When used in a LAN networking environment, computing device101 is connected to the LAN 125 through a network interface or adapterin the communications module 109. When used in a WAN networkingenvironment, the server 101 may include a modem in the communicationsmodule 109 or other means for establishing communications over the WAN129, such as the Internet 131. It will be appreciated that the networkconnections shown are illustrative and other means of establishing acommunications link between the computing devices may be used. Theexistence of any of various well-known protocols such as TCP/IP,Ethernet, FTP, HTTP and the like is presumed, and the system can beoperated in a client-server configuration to permit a user to retrieveweb pages from a web-based server. Any of various conventional webbrowsers can be used to display and manipulate data on web pages.

Additionally, one or more application programs 119 used by the computingdevice 101, according to an illustrative embodiment, may includecomputer executable instructions for invoking user functionality relatedto communication including, for example, email, short message service(SMS), and voice input and speech recognition applications.

Exemplary embodiments discussed herein may include forms ofcomputer-readable media. Computer-readable media include any availablemedia that can be accessed by a computing device 101. Computer-readablemedia may comprise storage media and communication media. Storage mediainclude volatile and nonvolatile, removable and non-removable mediaimplemented in any method or technology for storage of information suchas computer-readable instructions, object code, data structures, programmodules, or other data. Communication media include any informationdelivery media and typically embody data in a modulated data signal suchas a carrier wave or other transport mechanism.

Although not required, one of ordinary skill in the art will appreciatethat various aspects described herein may be embodied as a method, adata processing system, or as a computer-readable medium storingcomputer-executable instructions. For example, a computer-readablemedium storing instructions to cause a processor to perform steps of amethod in accordance with aspects of the invention is contemplated. Forexample, aspects of the method steps disclosed herein may be executed ona processor on a computing device 101. Such a processor may executecomputer-executable instructions stored on a computer-readable medium.

Referring to FIG. 2, an illustrative system 200 for implementingexemplary methods disclosed herein is shown. As illustrated, system 200may include one or more workstations 201. Workstations 201 may be localor remote, and are connected by one of communications links 202 tocomputer network 203 that is linked via communications links 205 toserver 204. In system 200, server 204 may be any suitable server,processor, computer, or data processing device, or combination of thesame. Server 204 may be used to process the instructions received from,and the transactions entered into by, one or more users.

Computer network 203 may be any suitable computer network including theInternet, an intranet, a wide-area network (WAN), a local-area network(LAN), a wireless network, a digital subscriber line (DSL) network, aframe relay network, an asynchronous transfer mode (ATM) network, avirtual private network (VPN), or any combination of any of the same.Communications links 202 and 205 may be any communications linkssuitable for communicating between workstations 201, mobile devices 206,and server 204, such as network links, dial-up links, wireless links,hard-wired links, and the like.

As understood by those skilled in the art, the system and steps thatfollow in the FIGS. may be implemented by one or more of the componentsin FIGS. 1 and 2 and/or other components, including other computingdevices.

Exemplary embodiments herein are directed to tracking system errors bybanking machines, ATMs, or cash handling devices to determine whether aparticular machine is problematic. It is contemplated that these devicescan be used for any bank-related function including, but not limited towithdraws, deposits, paying bills, checking account balances, printingstatement balances, updating passbooks, applying for loans, and thelike. In addition, it is contemplated that the systems and methodsdescribed herein could be applied to any other automated transactionmachines, such as adding pre-paid amounts to credit cards or callingcards and the like, renting items such as movies, music, or books, andthe like, purchasing various items, such as postage stamps, lotterytickets, train tickets, concert tickets, movie tickets, shopping mallgift certificates, gift cards, drinks, beverages, and other like items.

In one embodiment the detectable errors may include hardware issues,problems with check images, unexpected system crashes, and erroneousrejecting of cash or checks. In exemplary embodiments, these errors canbe tracked and it can be determined when a particular machine needs tobe serviced or replaced based on the number of errors and frequency ofthe errors by the machine.

Determining Problematic Machines

FIG. 3B provides a summary of exemplary rules for determining whether amachine can be classified as problematic in accordance with thedescription herein.

Referring to FIG. 3B, in one exemplary embodiment, the machine can beconsidered problematic or chronic if at least two of the following itemsI-V categories are met. Each of these categories is summarized in FIG.3B under item no. 1. Other conditions and thresholds are contemplatedfor classifying the machines as problematic.

Category I—Chronic Ticket Failures

Category I (Chronic Ticket Failure) occurs where a machine receives oneor more chronic tickets in a predetermined time period, such as seven(7) to fifteen (15) days. In one exemplary embodiment, a Chronic ticketis a ticket that is automatically generated by a monitoring system basedon a Chronic threshold table. This table identifies the number andtimeframe for each type of Chronic ticket, for example, chronicdispenser failures, chronic communications failures, and the like. Inone example, the table can include a count of 10 and timeframe of 24hours for the chronic communications failures threshold. This means thatif the cash handling machine has 10 communication-type faults in a 24hour period, the monitoring system will generate a Chroniccommunications failure ticket. In another example, the system can trackthe hardware faults in a particular machine by using Chronic tickets. Inparticular, the system can track the hardware faults in a machine byissuing Chronic tickets and tracking the number and the frequency of theChronic tickets and issue a Chronic ticket failure based on apredetermined number of hardware faults in a certain time period. Inother example, chronic tickets can also be manually created byoperations staff, based on visual reports or based on a request from anexecutive or other manager. A ticket is opened automatically when one ofthe conditions defined in the Chronic Threshold Table is met. In anotherexample five dispenser failures in five days would automatically open achronic dispenser failure ticket.

Category II—Prolonged Downtime Weekly

Category II (Prolonged Downtime Weekly) can occur when a machine hasmore than thirty (30) minutes of down time for four (4) out of seven (7)days for an issue in any category. However, any length of time that thedevice is down and any number of days are contemplated for evaluatingthe machines' prolonged downtime. The issue subcategories in Category IImay include cashout problems, communication issues, daily balancingissues, deposit issues, hard fault issues, host down issues, andstatement/receipt printer issues and the like.

Category III—Prolonged Downtime (Three Consecutive Days)

Category III (Prolonged Downtime Three Consecutive Days) can occur wherea machine has more than thirty (30) minutes of downtime for three (3)consecutive days for any common or reoccurring issue. Again, any lengthof time that the device is down and any number of days are contemplatedfor evaluating the machines' prolonged downtime.

Category IV—Low Average Availability

Category IV (Low Average Availability) can occur where a machine'saverage availability is below ninety (90) % for the prior two (2) tothree (3) months. However, any threshold percentage for determiningwhether a machine has low average availability is contemplated.

Category V—High Defect Rate

Category V (High Defect Rate) can occur where a machine's two-weekaverage defect rate is greater than four percent. The defect rate incategory (V) may consist of failed customer interactions (FCIs) and canbe expressed as a percentage. Defect Rate is FCI Defects per MillionOpportunities (“DPMO”) expressed as a percentage. This can be calculatedtaking the FCI and dividing by the total transactions. FCIs can be basedon historical transaction volumes and types for the time periods thatthe machine has a fault or is out of service. The system can beconfigured to track many different faults for reporting and trackingdefects. However, any threshold percentage for determining whether amachine has a high defect rate is contemplated.

In addition to meeting two or more of categories (I)-(V), if the machinehas a low amount of transactions and experiences a certain thresholdcriteria, the machine can be considered problematic. Referring to itemno. 2, in FIG. 3B, if the machine is the only machine at a particularlocation and conducts a certain number of transactions (in one exampleat least 8,000 transactions in the previous month), this machine can beconsidered Chronic if it meets any one of the categories (I)-(V). In oneexample, this may exclude the Category I Chronic Ticket failures.

Cash Reject Rate Chronic

Referring now to item no. 3, in FIG. 3B, the cash reject rate in aparticular machine can be tracked to determine whether the cash handingdevice needs to be serviced or replaced. The cash reject rate can becalculated by taking the number of notes accepted divided by the numberof notes deposited. In one exemplary embodiment, if the daily cashreject rate (the machine rejects valid currency) is greater than 10% for5 or more days within a 7-day period, the machine can be consideredproblematic or chronic. The period under consideration can be the numberof days that the machine is available for customer transactional use andcash reject data is available. For example a machine can be consideredno longer problematic when the daily cash reject rate is less than 10%for 3 consecutive days. The cash reject rate can be determined by takingthe number of notes rejected and dividing by the number of notesprocessed.

Image Quality Chronic

Referring to item no. 4, in FIG. 3B, another machine issue that mayoccur is where the images transmitted by the machine to the centralprocessing system are not legible. The machine reads and creates anelectronic image (JPG file) of the front and back of the check when thecustomer deposits it. This image is then transmitted for processing andclearing. The check must be legible and contain all required components(for example the payee, payor signature, routing number, account number,legal amount, date, and the like). In one embodiment, the system cantrack whether and how often physical checks are retrieved from themachine due to the checks transmitted being unreadable. In one exemplaryembodiment, a machine can be considered problematic when more than 3physical checks are requested in 1 day. In one example, the particularmachine can be considered no longer problematic when less than 4 imagesare requested in 1 day.

Chronic Crash Tracking

Referring now to item no. 5 in FIG. 3B another potential issue inmachines is the amount of system crashes. The monitoring system can beconfigured to keep track of the number and frequency of system rebootsencountered by a particular machine. In one exemplary embodiment, if themachine experiences 3 application reboots in a 7-day period, the machinecan be considered problematic. The machine can be considered no longerproblematic when the application reboots are less than 3 in a 7-dayperiod.

Deposit Claims

Referring to item no. 6, in FIG. 3B another type of error that can occurin a machine. If a machine with 6 or more Deposit Claims in a 7-dayperiod, then the machine can be considered problematic. For example, ifthe machine commits 6 or more deposit errors in a 7-day period then themachine can be considered problematic.

Missing Check Image Chronic

Referring to item no. 7, in FIG. 3B, another type of error that can betracked by the monitoring system for determination of a problematicmachine is the number of times and frequency the machine is missingcheck images from particular transactions. If a machine has 5 or moremissing check images or unmatched External Markup language (“XMLs”) inone day, the machine can be considered problematic. This is problematicbecause it creates unneeded manual work for banks. For example, when theimage of the check is not uploaded for processing, an exception (XML) isproduced, which must be manually cleared by retrieving and processingthe physical paper check by bank personnel. Also this also createsunnecessary expenses for banks, because an armored courier must make aspecial trip to the site to retrieve the physical checks. Once themachine is properly downloading images, it can be considered no longerproblematic by the system.

Check Reject Rate Chronic

Referring now to item no. 8, in another exemplary embodiment, the systemcan monitor the check reject rate faults in a particular machine todetermine whether the cash handing device needs to be serviced orreplaced. A machine can be considered problematic or chronic when thedaily check reject rate is greater than a predetermined percentage for 5or more days within a 7-day period, which can be the number of days thatthe cash machine is available for use and/or the number of days that thecheck reject rate is available. The cash handing device can beconsidered no longer problematic when the daily check reject rate isless than a certain percentage for 3 consecutive days over theevaluation period. The check reject rate can be determined by taking thenumber of checks improperly rejected and dividing by the number ofchecks processed.

The cash reject chronic analysis is conducted by collecting data foreach category to establish the current performance baseline. The targetor goal performance level may be calculated by evaluating the outliersand coupling that information with a subjective determination of what isa reasonable expectation of improvement. The acceptable cash reject ratecan be determined by analyzing previous cash reject rates. Inparticular, the distribution as shown in FIG. 4 of the cash reject ratedata can be reviewed to determine acceptable evaluation criteria fordetermining what the achievable cash reject rate should be for themachines. FIG. 4 is a graph of the statistical distribution of dailycash reject rates of an example network of machines over a several weekperiod. From this data, the baseline performance level (i.e., theaverage level of most of the network) can be established. This methodcan also be used to set the percentage threshold for any of the aboveconditions and percentages in classifying problematic machines. Thesystem can be configured to track and store each fault and this data canbe analyzed for determining whether a machine is operating properly.

Color-Coding Process

In another embodiment, each machine can be classified with aclassification value based on whether the machine is operating properlyor how long the machine continues to meet the Chronic ATM Definition. Inone embodiment, the classification system can be color coded. However,any other types of classification systems such as using numbers,letters, and the like are contemplated.

For exemplary purposes, the machines can be assigned classificationvalues based on the following classification system. A propertyoperating machine with no faults or infrequent faults can be considereda Code Green or Code Yellow. Problematic machines can be assigned one ofCode Orange, Code Red, or Code Blue. A machine is considered Code Orangewhen it meets a fault threshold predetermined definition for the firsttime in 8 weeks. A machine that meets the fault threshold predetermineddefinition for 8 consecutive days or if the machine is a repeat chronicwithin 8 weeks can be considered a Code Red. A machine that meets thedefinition for 14 consecutive days or if the cash handing device is arepeat chronic 4 times in 8 weeks can be considered a Code Blue.However, if the machine falls into one of the problematic categories,Code Orange, Code Red, or Code Blue, the machine classification willimprove one classification value when it runs without faults for acertain period, such as 1 to 3 consecutive days. For example, if amachine is assigned the classification value of Code Red and it operateswithout faults for 1 to 3 consecutive days, it will be reclassified as aCode Orange.

FIG. 3A shows a flow chart of an exemplary coding system. Code greenindicates that the machine is running in a stable condition. If themachine's condition becomes problematic as defined above it isreclassified as a Code Orange. If the machine remains problematic for 9or 11 days, it is then reclassified a more problematic value, Code Red.In one example, after 15 or 17 days of operating problematic the machineis classified as a Code Blue, which is considered the most problematicvalue under the exemplary classification system. Once the machine isassigned the Code Blue value, the system can dispatch a service team,and the service team can make one more attempt to resolve the issue(s)in the machine. If the issue(s) are not resolved, then the appropriatesteps can be taken to replace the machine.

However, again, during any point once a problematic classification isassigned to a particular machine as discussed above, the machine can bereclassified at the next lower classification value if the machinebehaves properly for a certain time period such as 1 to 3 days. Forexample, when the machine's condition is improving, it can bereclassified as a Code Yellow. Ultimately, however, the goal is tocontinuously monitor and to maintenance a machine until the machine isperforming at the Code Green level.

Reporting

FIG. 6 shows an exemplary spreadsheet illustrating a report used toidentify machines that meet a particular definition. Column 3 of thespreadsheet in FIG. 6 contains the monthly transaction volume from theprevious complete month if the machine is a “Banking Center single ATMsite”; or where there is only one machine at a particular banking centerlocation. Columns 4 through 6 contain YES if the machine meets thespecified criteria identified in the particular column. Column 11contains a count of the number of criteria factors met. In one example,if this is 2 or more on any particular machine that are not single-sitemachines, or 1 or more on machines that are single-site machines thatare running 8000 or more monthly transactions and where the 1 factor isnot 1 or more Chronic tickets, then the machine meets the hardwaredefinition and can be deemed Chronic. All other columns are included tofacilitate identification of the machine and research of the machine'sperformance

Methods of Operation

A flow chart detailing the overall method of operation of the machinemonitoring system is shown in FIG. 5. The overall system is able totrack faults in a plurality of machines. The system monitors a pluralityof machines and stores this data system in a computer memory. Based onthe criteria listed above, a processor is configured to provide aclassification of the machine, which in one embodiment can be based onthe frequency and number of the faults. The processor can then (based onthe classification of the cash handing device) determine whether thecash handing device needs to be serviced. The appropriate personnel canthen be notified that a particular cash handling machine or a group ofcash handling machines need to be serviced or other appropriate actioncan be taken.

It will be recognized by those skilled in the art that the illustratedembodiments can be modified in arrangement and detail without departingfrom the scope of the present invention.

We claim:
 1. A computer-implemented method comprising: determiningwhether a determined fault exists in a cash-handling machine; when thedetermined fault occurs, assigning a first chronic value to thecash-handling machine based on a predetermined set of criteria, whereinthe determined fault comprises at least one of a cash reject rate faulttype, an image handling fault type, a crash rate fault type, a userclaim rate fault type, and a check handling accuracy fault type;outputting the first chronic value of the cash-handling machine; andwhen the cash-handling machine is assigned the first chronic value andthe cash-handling machine operates without faults for a predeterminedtime period without servicing, re-assigning a second chronic value tothe cash-handling machine, wherein: the second chronic value correspondsto a less problematic condition than the first chronic value.
 2. Thecomputer implemented method of claim 1 further comprising configuring aplurality of chronic values to range depending on a fault duration. 3.The computer implemented method of claim 1 wherein the cash-handlingmachine is considered problematic if it is unavailable for apredetermined amount of time at least once within a predetermined numberof days.
 4. The computer implemented method of claim 1 wherein trackinginformation is used to determine the predetermined set of criteria. 5.An apparatus comprising: a processor for executing computer-executableinstructions; and one or more memories storing the computer-executableinstructions that, when executed, cause the apparatus to perform amethod comprising: determining whether a determined fault exists in acash-handling machine; when the determined fault occurs, assigning afirst chronic value to the cash-handling machine based on apredetermined set of criteria, wherein the determined fault comprises atleast one of a cash reject rate fault type, an image handling faulttype, a crash rate fault type, a user claim rate fault type, and a checkhandling accuracy fault type; outputting the first chronic value of thecash-handling machine; and when the cash-handling machine is assignedthe first chronic value and the cash-handling machine operates withoutfaults for a predetermined time period without servicing, re-assign asecond chronic classification value to the cash-handling machine,wherein: the second chronic value corresponds to a less problematiccondition than the first chronic value.
 6. The apparatus of claim 5wherein a plurality of chronic values is configured to range dependingon a fault duration.
 7. The apparatus of claim 5 wherein thecash-handling machine is considered problematic if it is unavailable fora predetermined amount of time at least once within a predeterminednumber of days.
 8. The apparatus of claim 5 wherein the processor isconfigured to use tracking information to determine the predeterminedset of criteria.
 9. A computer program product, comprising a computerusable, non-transitory medium having a computer readable program codeembodied therein, said computer readable program code adapted to beexecuted by a processor to implement a method comprising: determiningwhether a determined fault exists in a cash-handling machine; when thedetermined fault occurs, assigning a first chronic value to thecash-handling machine based on a predetermined set of criteria, whereinthe determined fault comprises at least one of a cash reject rate faulttype, an image handling fault type, a crash rate fault type, a userclaim rate fault type, and a check handling accuracy fault type;displaying the classification value of the cash-handling machine; andwhen the cash-handling machine is assigned the first chronic value andthe cash-handling machine operates without faults for a predeterminedtime period without servicing, re-assign a second chronic value to thecash-handling machine, wherein: the second chronic value corresponds toa less problematic condition than the first chronic value.
 10. Thecomputer program product of claim 9 wherein the cash-handling machine isconsidered problematic if it is unavailable for a predetermined amountof time at least once within a predetermined number of days.
 11. Thecomputer program product of claim 9 wherein the processor is configuredto determine the predetermined set of criteria based on trackinginformation.